Harvard Business

SEPTEMBER 11, 2017

Along the way, I’ve talked to hundreds of founders, sales and marketing leaders, customer success VPs, and front-line reps about how to build a customer-first SaaS organization. Don’t obsess over metrics like inquiry volume or time to close tickets. What not to do. Don’t optimize for efficiency. Your goal is success.

Metrics 47

Metrics Engineering Efficiency Operations 47

Harvard Business

DECEMBER 1, 2016

We break down empathy into categories: ethics, leadership, company culture, brand perception, and public messaging through social media. Our publicly available metrics including CEO approval ratings from staff, ratio of women on boards, and number of accounting infractions and scandals. This year we added a carbon metric.

Company 28

Company Ethics Methodologies Metrics 28

Harvard Business

MARCH 24, 2017

Partly to blame was GSK’s compensation policy for its sales representatives, which linked bonuses to individual sales performance. Yet it resulted in a corporate mentality focused on making the sale at any cost. At first glance, this policy looks reasonable. Wells Fargo, for example, discouraged sham-account fraud.

Ethics 28

Ethics Company Policies Sales 28

Management Consulted

OCTOBER 16, 2016

BTS Group specializes in digital technology, leadership development, sales training, and assessments. However, the firm operates in five main practice areas: Assessments, Business Acumen, Leadership Development, Sales Training, and Strategy Execution. Leadership Development. Marketing & Sales.

Groups 100

Groups Interviews Culture Case Interview 100

Harvard Business

APRIL 20, 2016

You’re competing against platforms like Uber in transportation, Google in automotive, Airbnb in hospitality, LinkedIn in recruiting, Netflix in television, and the list goes on. Key performance metrics, such as “intent to return,” driven by expensive tickets and long lines, were worsening. Consider GE.

Software 28

Software Company Intellectual Property Airlines 28